Customer Service

Risk Management

Supporting Safe, Efficient Operations.

Process for Submitting a Claim

At America’s Most Modern Gateway, our Risk Management team supports safe, efficient operations through a structured damage claims process. If you’ve experienced an issue or incident involving port entities, our claim submission portal makes it easy to report, document, and resolve. Explore the tools and guidelines designed to protect your cargo and your business.

Damage & Service Claims
You may submit a Damage and Service Claim if you believe you have suffered physical or economic damages resulting from:1) an incident that you believe was caused by one of The Port of Virginia entities (Virginia International Terminals, LLC, Virginia Port Authority, or HRCP, II), or2) one of The Port of Virginia entities failing to provide a service that you requested or performing requested service improperly. All claims for financial recovery related to loss or damage that you believe was caused by Virginia International Terminals must be submitted no later than (30) days after the alleged loss using our claim submission portal. For instructions on using the claim submission portal and details related to the claim adjudication process, see our Claim Guide. Please note, any claims against Virginia International Terminals will be resolved in accordance with the terms of the applicable Service Agreement or VIT’s Schedule of Rates. The Port of Virginia is not an insurer of property. The claimant has the burden to prove liability and damages in all claims.

TIPS FOR FASTER REVIEW AND RESOLUTION

Gather and submit all documents supporting your claim.

When submitting a damage claim using the claim submission portal, please provide:

  • Details of the claim, including date and time of the incident
  • Terminal location
  • Witness contact information
  • Container number(s), and a description of the incident and damages
  • Documents supporting the claim, including color photographs, bill(s) of lading, surveyor reports, and damage estimates or invoices

Please be patient.

Our team works as quickly as possible to review and resolve damage claims. In some cases, it takes time to perform an internal investigation of the circumstances surrounding the dispute or claim. We will contact you should we require any additional information, and we will notify you in writing of the resolution of all disputes and claims.

Terminal Access Registration

If you require Terminal Access, but do not have a Contract or Purchase Order with the Virginia Port Authority, Virginia International Terminals, LLC. or HRCPII, you will need to register your organization with the Port’s Risk Management Team.

How to Renew Your Registration

  1. Click here for our guide on TWIC Registration Company Renewal.

How to Register Your Company

  1. Click register.portofvirginia.com and create a Profile (if you don’t have one already). If you have an existing account, please login.
  2. Complete all requested fields, accept the terms of the agreement within the application.
  3. Upon submission, the Risk Management team will review the application and approve if deemed compliant.
  4. Once Risk Approves, Port Police will approve and finalize the access.

 

 

Terminal Vetting Process
Entry to any Port of Virginia (“POV”) facility requires vetting by both our Legal & Security divisions prior to obtaining access. This will be completed post-submission in the below phases:
Phase I: Legal Division vetting through Risk Management
Phase II: Once authorized by Risk, Port Police provides a final approval

 

**EFFECTIVE 1/1/2025: Amendments are no longer accepted for the Terminal Access Agreement. Terms of this agreement must be accepted as in to proceed with obtaining access. Thank you for your understanding!!**